Content
- Introduction
- How it works
- Information for residents
- Information for property management
- Support and further help
Introduction
Yarowa is a digital platform for the automated placement of craftsman and service orders. Through the integration with Allthings, property management teams can assign standardised orders to vetted partner companies directly from issue management – efficiently, transparently and with full traceability.
How it works
The integration connects Allthings issue management with Yarowa and exchanges information in both directions. Issues from Allthings are handed over to Yarowa. Yarowa handles the tendering and coordination of the craftsman service and automatically reports progress back into the Allthings ticket.
Here is how the exchange works:
- An issue in the Cockpit is handed over to Yarowa as an order. A link to the Yarowa portal is automatically added to the ticket as an internal comment.
- Yarowa writes every relevant update – such as offer, appointment, assignment, invoice or completion – into the ticket as a status message and sets the ticket status accordingly.
- New messages about the order are copied into the ticket, so all communication stays in one place.
- When needed, Yarowa can create additional follow-up orders for an existing case as a new ticket in Allthings.
Features at a glance:
- Forwarding of issues (e.g. repairs, maintenance) from the Allthings Cockpit to Yarowa
- Automatic order placement with verified craftsman companies
- Automatic status messages on the order directly in the ticket (two-way feedback)
- New messages about the order copied into the ticket
- Creation of follow-up and additional orders as a separate ticket
- Standardisation of processes and reduction of manual effort
- Traceable documentation of all orders
Information for residents
Access and use
- Residents report issues as usual via issue management in the Resident Portal.
- As soon as an issue requires craftsman work, property management hands it over to Yarowa.
- Residents automatically see some updates as a message in their issue: when a service provider has been commissioned, an appointment has been arranged, no appointment was possible or an appointment was cancelled. All other status messages are only visible to property management.
Frequently asked questions
-
Do I need to register with Yarowa?
→ No, residents only use the Resident Portal – Yarowa is used internally by property management only. -
How do I know that my issue is being handled?
→ The status of your issue is updated in the Resident Portal. When a service provider has been commissioned or an appointment has been arranged, you also receive a message in the issue.
Information for property management
Setup and activation
- Setup and activation are usually carried out by the Allthings team in collaboration with Yarowa.
- Orders can be handed over to Yarowa directly from issue management.
- During setup, it can be defined that only tickets of certain categories are handed over to Yarowa.
- The solution is particularly suited to standardisable services with high volume (e.g. plumbing, electrical work, minor repairs).
Creating and managing craftsman orders
- Log in to Allthings Cockpit.
- Open issue management.
- Create a new ticket and assign it to exactly one unit.
-
Once the ticket has been created, a link is generated automatically that takes you to the Yarowa portal. It is stored in an internal comment. If the link is not immediately visible, please reload the page.
Note: If the ticket is not yet assigned to a unit or is assigned to several units, a note appears instead saying that the ticket was not forwarded to Yarowa because it has not yet been assigned to a unit. As soon as you assign the ticket to exactly one unit, the link is generated. - Open the link in a new tab and enter your email address.
- You are now in the Yarowa portal and can create your craftsman order.
→ You can find more information on creating craftsman orders in the Yarowa portal here.
Status messages for open craftsman orders
Once you have created a new ticket in Allthings Cockpit and the craftsman order in the Yarowa portal, you receive an automatic status message for every activity on the order. It appears directly in the relevant ticket in issue management – as a new entry in the ticket's message and history area. At the same time, the ticket status is updated automatically (e.g. to Waiting for third-party company or Waiting for team member), so you can see at a glance who needs to act next. By default, closed tickets are not reopened by Yarowa messages.
Actions on the Yarowa side and their effect on the ticket
Activities triggered on the Yarowa side each create a status message in the ticket and set the ticket status:
- Waiting for team member: The ticket requires a response from property management.
- Waiting for third-party company: The order is with the service provider, no action is needed.
- Ticket closed: The ticket has been closed automatically.
- –: Status information only, no action required.
{providerName} is replaced by the name of the service provider. Messages marked (visible to residents) also appear in the Resident Portal. The messages are shown in the language of the team member.
| Action on the Yarowa side | Status message in the ticket | Ticket status |
|---|---|---|
| Order placed with service provider | The service provider {providerName} has received your workorder request. | Waiting for third-party company |
| Order assigned to service provider | The service provider {providerName} has been commissioned. The service provider will contact you shortly. (visible to residents) | Waiting for third-party company |
| Order assigned to external service provider | The work order was placed with an external service provider and sent by email. No further updates will be received via the platform. | Waiting for third-party company |
| Order rejected by service provider | The work order was rejected by the service provider {providerName}. | Waiting for team member |
| Appointment arranged | An appointment has been arranged. (visible to residents) | Waiting for third-party company |
| No appointment possible | The service provider could not arrange an appointment. (visible to residents) | Waiting for team member |
| Appointment cancelled | The arranged appointment was cancelled. (visible to residents) | Waiting for team member |
| Cost cap increase requested | The service provider {providerName} has requested an increase of the expense cap. | Waiting for team member |
| Cost cap increase approved | The expense cap increase was approved. | Waiting for third-party company |
| Cost cap increase rejected | The expense cap increase was rejected. | Waiting for team member |
| Invoice submitted | The service provider {providerName} has submitted an invoice. | Waiting for team member |
| Invoice accepted | The invoice submitted by the service provider {providerName} was accepted. | Waiting for team member |
| Invoice rejected | The invoice submitted by the service provider {providerName} was rejected. | Waiting for third-party company |
| Offer submitted (for offer orders) | The service provider {providerName} has submitted an offer. | Waiting for team member |
| Offer accepted (for offer orders) | The offer submitted by the service provider {providerName} was accepted. | Waiting for third-party company |
| Offer rejected (for offer orders) | The offer submitted by the service provider {providerName} was rejected. | Waiting for third-party company |
| Order details updated | Work order details (line items) were updated. | – |
| Order details updated after accepted offer (for offer orders) | The vendor order has been updated: The cost cap and the associated billing line items were adjusted according to the accepted offer. | Waiting for third-party company |
| Work completed | The service provider {providerName} has marked the work as completed. | Waiting for team member |
| Cancellation requested by service provider | The service provider {providerName} has requested cancellation of an already accepted work order. | Waiting for team member |
| Cancellation requested with service provider | Cancellation of the work order has been requested from the service provider. | Waiting for third-party company |
| Cancellation request rejected | The service provider's cancellation request was rejected. The work order continues. | Waiting for third-party company |
| Order cancelled | The work order was cancelled. | Waiting for team member |
| Order completed | The final invoice was accepted and the work order has been closed. | Ticket closed |
| Approval request for order placement submitted / cancelled / approved | A clearance request to place a work order was submitted. / The clearance request to place a work order was cancelled. / The clearance request to place a work order was accepted. | Waiting for team member |
| Approval request for cost cap submitted / cancelled / approved | A clearance request for an expense cap was submitted. / The clearance request for an expense cap was cancelled. / The clearance request for an expense cap was accepted. | Waiting for team member |
| SLA breached | The work order has breached its SLA. | Waiting for team member |
| New message on the order | A new message has been added to the work order. Click the link below to view it. | Waiting for team member |
| Order data updated | The work order data was updated. | Waiting for team member |
| Order archived | The work order was archived. | Ticket closed |
| Order deleted | The work order was deleted. | Ticket closed |
Follow-up and additional orders
If a further order is needed for an existing case, Yarowa can automatically create a new ticket in Allthings for it. Such a ticket refers to the original ticket, so that all orders for a case remain traceable. Orders created by Yarowa are marked in the title as Yarowa ticket, together with the respective order number.
Introducing it to residents
- An introduction is not strictly necessary, as residents continue to use the Resident Portal unchanged.
- It can be worth pointing out the faster response times and improved coordination.
- A short pinboard post can create transparency and build trust.
Support and further help
Information about the integration: Allthings Marketplace – Yarowa
More information about the solution: Yarowa website
Technical support or partner management: Yarowa contact page